Technical Support Representative

Technical Support Representatives typically provides initial support to customers who have questions or issues regarding fitness equipment. This role is focused on addressing basic inquiries and troubleshooting common problems, before escalating more complex issues to higher levels of support.

Essential Functions:

• Assembling and Soldering Components: Precisely soldering electronic components according to headquarters specifications. Mainly model boards to meet engineering requirements.
• Documentation: Utilizing Epicor to document and update any notations needed for the service department concerning warranty parts shipped out from engineering.
• Returned Components: Proper disposal of returned electronic spare parts.
• Quality Control: Keeping SportsArt soldering equipment in working and safe condition.
• Safety and Cleanliness: Adhering to safety guidelines and maintaining a clean, organized workspace.
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Research required information using available resources
• Follow standard operating procedures
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates

Knowledge, Skills, Education and Experience:

• Proper phone etiquette
• Ability to speak and write English clearly and accurately, Spanish a plus
• Demonstrated proficiency in typing and grammar
• Knowledge of relevant software computer applications and equipment
• Knowledge of customer service principles and practices
• Effective listening skills
• Ability to Multi-task

Competencies:

• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Clearly conveys and receives information and ideas through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of the TSR’s actions; developing and sustaining productive customer relationships.

WORK CONDITIONS:

• Must be able to sit for long periods of time
• Position requires use of headset/microphone